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BLESSED PETER SNOW CATHOLIC

ACADEMY TRUST

COMPLAINTS PROCEDURE FOR CONCERNS OR COMPLAINTS ABOUT THE ACTIONS OF TRUST STAFF

September 2019

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The Blessed Peter Snow Catholic Academy Trust

The Catholic Voluntary Academies which form the Blessed Peter Snow Catholic Academy Trust are distinctive as we provide grounding in the Catholic Faith for all our children. The special character of our Catholic academies is the quality of the religious teaching, integrated into the overall education of our children. Our beliefs, which are Gospel centred, affect the way we live, making our academies living examples of Christ and His teachings.

“Education is not and must never be considered as purely utilitarian. It is

about forming the human person, equipping him or her to live life to the full –

in short it is about imparting wisdom. And true wisdom is inseparable from

knowledge of the Creator.’” (Pope Benedict XVI, Address to Teachers and

Religious, Twickenham, September 2010).

Our Academies therefore operate and are informed by the following four key

principles of Christian formation:

Places of Discipleship

Places where Communities are created

Places of Learning

Places where we treasure God’s World

In light of the above principles, the Trust aims to:

ensure secure, welcoming and engaging environments in which all individuals learn to value and respect both themselves and others

provide all individuals with the opportunities to achieve excellence, to develop their full potential as human beings and to encourage and challenge them to do so

uphold the unshakable belief in the unique potential of each child, student and member of staff

provide a curriculum that initiates students into the knowledge, values, attitudes and skills they need to become mature Christian adults in their personal, social, family and working lives.

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PROCEDURE FOR EXTERNAL CONCERNS OR COMPLAINTS ABOUT THE ACTIONS OF TRUST STAFF

1. GENERAL

This procedure applies to general concerns or complaints that are received by the any of the academies within the Blessed Peter Snow Catholic Academy Trust. The Trust

has separate procedures for complaints or appeals about the curriculum, special educational needs provision, exclusions, and admissions. Disciplinary action, grievances, capability issues, child protection or criminal investigations are also dealt with through separate specific procedures.

Anonymous concerns or complaints cannot be dealt with under this procedure. Every effort should be made to resolve concerns or complaints informally through discussions with the member of staff concerned or the Headteacher. If the complaint is about the way in which the academy has dealt with a complaint or the complaint is about the Headteacher the matter should be referred to the Academy Council or a Panel set up by the Academy Council. See ‘Management of Stages’ for guidance.

Each stage of the procedure should normally be exhausted before a complaint is referred to the next stage. Any complaint raised more than 3 months after any linked decision, outcome or action will not be considered. The only exception will be if the delay in submitting the complaint was unavoidable. The timescales in this procedure are those expected in normal circumstances, these may be increased if the complaint is detailed and/or requires an extensive investigation. If a complaint is made on the last day of term prior to a school holiday period the timelines indicated will not be followed. The complainant will be informed in writing of any variations to the timescales and given a revised timetable for resolving their complaint. Where complainants or members of staff are invited to a planned meeting either as part of the investigation or of the Complaints Panel they may be accompanied by a friend or representative. Unreasonable behaviour and managing vexatious complaints

The Blessed Peter Snow Catholic Academy Trust is committed to providing the highest quality education, care and guidance for all pupils in any of the academies in the Trust and will consider feedback, constructive criticism and complaints. However, the Trust does not tolerate behaviour that is abusive or threatening. If behaviour is unacceptable, action will be taken to restrict the individuals contact with pupils, members of staff, governors and directors. If a complainant is considered by the Trust to be acting unreasonably the Trust will write to the complainant to explain the way that any future complaints from that person will be dealt with. Any restrictions imposed will be appropriate and proportionate.

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2. PROCEDURE

Stage 1 – Informal concerns/complaints Concerns or complaints should initially be directed to the appropriate academy staff member. The complainant and member of staff should discuss the concern/complaint with the aim of resolving it informally. The member of staff will record details of the concern/complaint and try to identify what action/outcome the parent/carer is looking for using the form at Annex A. Or If the complainant has already discussed their complaint with the member of staff, or that would be inappropriate, a senior manager in the academy (normally the Headteacher) will discuss the complaint with the complainant again seeking to resolve it informally.

Where appropriate the academy Chair of Council will be informed that an informal complaint has been received without discussing the nature of the complaint at this stage.

Stage 2 - Investigation

If a complaint cannot be resolved informally the complaint should be put in writing using the form at Annex B and sent to the Headteacher (or Chair of Academy Council) within 10 days of the conclusion of Stage 1.

An Investigating Officer will be appointed who will:

Acknowledge the complaint within 5 working days.

Investigate the complaint and then decide how best to resolve it within a further 10 working days.

Provide a written response outlining how the investigation was conducted and the outcome of the complaint, as well as offering the complainant the opportunity to discuss the outcome if appropriate. This should be within 5 working days of

completing the investigation.

Advise the complainant that if they are dissatisfied with the outcome of their complaint they can ask for this to be considered by a Stage 3 panel.

If the Investigating Officer is not able to resolve the complaint and/or the complainant is dissatisfied with the outcome from the investigation the complaint should be dealt with under Stage 3.

Stage 3 – Panel

If the complainant is dissatisfied with the Stage 2 outcome they should write within 10 days of the notification of the Stage 2 outcome to the Academy Chair of Academy Council stating why and requesting that their complaint is referred to a Panel. The complainant should complete the reporting form at Annex C.

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The Chair of the Academy Council or the Clerk to the Academy Council will acknowledge receipt of the request within 5 working days. A meeting of the Panel will be convened within 20 working days of the request.

The Panel will consist of at least 3 members who are not directly involved in the matters detailed in the complaint and of whom at least one member is not concerned

in the management or running of the academy i.e. not a Trust Director or Academy Council Member. When a panel hearing is set up, it allows for a parent to attend and be accompanied at a panel hearing if they wish, The Panel will consider whether to:

dismiss the complaint in whole or in part;

uphold the complaint in whole or in part;

decide on the appropriate action to be taken to resolve the complaint;

recommend changes to the school’s systems or procedures to ensure that problems of a similar nature do not recur.

The Panel will take into account whether the complaint has been handled properly and reasonably in accordance with this procedure and whether the Stage 2 outcome was reasonable and appropriate

The complainant should be informed of the Panel decision in writing within 7 working days and where relevant the person complained about. The decision of the Panel is Final. The findings and recommendations of the panel will be available for inspection on the school premises by the proprietor and the headteacher.

The role of the Local Authority The Local Authority has no statutory role in resolving external complaints about the actions of Trust staff. There is no further or wider appeal to the Local Authority. Secretary of State A complaint may be made to the Secretary of State for Education on the grounds that an Academy Council has acted or is proposing to act unreasonably, or that the Academy Council has failed to discharge its duties under legislation. The complaint should set out fully the concerns and reasons why the complaint is being submitted, enclosing all previous correspondence relevant to the complaint. Complaints to the Secretary of State should be made in writing via the Education and Skill Funding Agency. The ESFA’s procedure for handling complaints can be accessed at:

https://www.education.gov.uk/schools/leadership/schoolperformance/school-complaints-form

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Records of complaints and confidentiality

A written record will be kept at the Academy concerned of all complaints which reach Stage 2. This record will include whether they are resolved following a formal procedure or a panel hearing, and the action taken as a result (regardless of whether they are upheld). A written record will be kept of all complaints at stage 3, including whether they are resolved following a formal procedure or a panel hearing, and the action taken as a result (regardless of whether they are upheld). Any complaint which reaches Stage 3 will also be reported to the Chair of the Trust Board before a panel hearing takes place so that the Chair of the Trust Board can decide whether to nominate a member of the Trust Board as a panel member. The outcome must also be so reported. Correspondence, statements and records relating to individual complaints shall be kept confidential except where the Secretary of State or a body conducting a statutory inspection requests access to them.

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COMPLAINTS PROCESS

Stage 1 - Concern/Informal complaint [To be raised within 3 months of incident or linked outcome]

Mediation via teacher or Headteacher

(if directly involved) Resolution

Unsatisfactory outcome for Complainant.

Written complaint submitted within 10 working days of conclusion

of Stage 1 discussions.

Stage 2 - Investigation

Investigation report produced within 20

working days of receipt of Stage 2 complaint Resolution

Unsatisfactory outcome for Complainant.

Request for consideration by a panel submitted within 10

working days of notification of Stage 2 outcomes.

Stage 3 - Panel

Panel considers Stage 2 outcome within 20

working days of request

Panel decision

[Within 7 working days of panel meeting]

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Complaints Procedure: Management of stages

Complaint relates to Stage 1: Informal Stage 2: Investigation

Investigating Officer

Stage 3: Panel

Pupils, parents or staff (other than the Headteacher)

The appropriate member of staff

The Headteacher

Panel appointed by the Chair of Academy Council and including one member independent from the running and management of the academy.

The Headteacher The Headteacher

The Chair of Academy Council or another

nominated non-staff Governor

Panel appointed by the Vice Chair of Academy Council. Panel to include the Chair of Academy Council or other Trust Director and one member independent from the running and management of the academy.

A Governor or Governors (other than the Chair of

Academy Council)

The Chair of Academy Council

Another nominated non-staff Governor

Panel appointed by the Vice Chair of Academy Council. Panel to include the academy Chair of Academy Council or other Trust Director and one member independent from the running and management of the academy.

The Chair of Academy Council (or a group of

Governors including the Chair of Academy Council)

The Vice Chair of Academy Council

Another nominated non-staff Governor

Panel appointed by the Chair of the Trust. Panel to include one member independent from the running and management of the academy.

The whole body of Academy Council

Chair or Vice

Chair of the Trust

A panel Trust Directors appointed by the Vice Chair of the Trust to include one member independent from the running and management of the academy.

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Annex A

Stage 1 - Initial School Record of concern/complaint

Academy

Name of Complainant

Name of Child

Date of Contact with the

Academy

Nature of concern

Actions Taken

Signature Date

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Annex B

Stage 2 - Complainant Form

Please complete and return to the Headteacher who will acknowledge receipt and explain

what action will be taken.

Your name:

Pupil’s name:

Your relationship to the pupil:

Address:

Postcode:

Telephone number:

Email:

Please give details of your complaint.

What action, if any, have you already taken to try and resolve your complaint.

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(Who did you speak to and what was the response)?

What actions do you feel might resolve the problem at this stage?

Are you attaching any paperwork? If so, please give details.

Signature:

Date:

Official use

Date acknowledgement sent:

By who:

Complaint referred to:

Date:

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Annex C

Stage 3 - Complainant Form

Please complete and return to the Chair of Academy Council who will acknowledge receipt

and explain what action will be taken.

Your name:

Pupil’s name:

Your relationship to the pupil:

Address:

Postcode:

Telephone number:

Email:

Please confirm that you are requesting that your complaint be taken to a panel for

consideration.

Please provide details of why you were dissatisfied with the outcome of the Stage 2

investigation.

What actions do you feel might resolve the problem at this stage?

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Are you attaching any paperwork? If so, please give details.

Signature:

Date:

Official use

Date acknowledgement sent:

By who:

Complaint referred to:

Date: